- General Information
- What's covered?
- How the cost is calculated
- Premium
- Excess
- Fragile goods
- Excluded goods
- Excluded countries
- How to purchase insurance
- Making a claim
- Claims & Liability
- Claims Application Form
Claims and Liability
All goods are carried under BIFA 2021 terms and conditions (BIFA 2021) which limit our liability. Without choosing additional coverage, you are covered for goods valued up to £50, or 2SDR per kilo (whichever is greater), for all services except for the following. For our Evri, Landmark Global and USPS services, you are covered up to £25 or 2SDR per kilo. For Transglobal Next Day, you are covered up to £100.
We strongly recommend you read these terms and opt for additional cover if required. Insurance cover is non-refundable once the shipment has been collected or dropped off.
You can submit your claim through our website (account login required). If you need any assistance, please email [email protected] or call us on 0151 305 3837 (Monday-Friday 8am-5:30pm).
- Claims must be made directly to Transglobal Express. Any attempt to claim with the carrier directly will invalidate your claim with us.
- A claim can only be made by the person or company contracted with Transglobal Express; that is, the account holder, not the receiver.
- A claim for lost or damaged goods will be rejected if the items claimed for are missing from the original valued customs invoice or if the items claimed for are on our list of "Dangerous, Hazardous and Prohibited", or "No Compensation" items.
- Claims for lost parcels or partial loss (missing contents) will be invalidated if the goods are located or are no longer considered lost.
All successful claims will usually include a refund of the carriage costs.
We aim to process all claims as quickly as possible. Once we have received all relevant documentation and evidence, we endeavour to make you an offer within 14 working days. Once the offer is accepted, we process payments via BACS within 5 working days.
Resulting payments will be made in Pound Sterling (GBP).
Select the relevant option below to read more about our loss and damage claims process:
Making a claim for lost parcels
Making a claim for partial loss or damage
The following information pertains to claims for parcels that are delivered but with damaged or missing contents.
- All damage claims, or claims for partial loss, must be reported within 14 days of the delivery date (including day of delivery). We strongly advise that you contact us as soon as possible, and preferably within 7 days.
- A claim for partial loss can only be submitted once the carrier has completed a search.
- A claim for partial loss will be invalidated if the goods are located or no longer considered lost.
- We do not accept claims for mechanical derangement. This is when an item is reported as faulty or broken but shows no clear external evidence of damage in transit.
- We do not accept claims for damage to packaging materials.
For partial loss or damage claims:
- The original packaging and damaged items must be kept at the delivery address for inspection by the carrier. Failure to do this may void the claim.
- Photographs of packaging and damaged items will be required to resolve claims. There must be evidence of suitable packaging - please see our packaging guidelines for advice on what constitutes appropriate packaging. We advise you to take photographs of the internal and external packaging of your parcel before it is sent. Photographs to show any corresponding damage to the outer packaging on arrival will also be required.
- You must provide a photograph showing the barcoded shipping label attached to the outer packaging on delivery.
- You will need a copy of the delivery note signed "damaged" or "unchecked". (Please note that we will reject any claim where the goods have been signed for "In Good Condition".)
- You will need proof of value for the entire consignment (original receipt or purchase invoice). Please note that this must represent the cost and not the sales (retail) price. Only the replacement value or repair cost of the goods will be paid.
- You will need a quote for repairs or invoice/receipt for replacement parts, if applicable.
In the event of a full settlement for damaged goods, the goods become the property of Transglobal Express and we reserve the right to retrieve them.
Submitting your Claims Application
To submit your application:
- Click on the Start a new Claim button below.
- Enter all of the requested information and submit your application.
- You will then be given the option to upload evidence to support your claim. If you don't have your evidence to hand, you can upload at a later date by following the instructions below.
- You will receive an email confirming that your application has been submitted. A member of our team will then be in touch to confirm next steps.
- To submit your supporting evidence:
- Go to the Upload Center in your account area.
- Select Claims as the document category.
- Select the "Order Reference" to attach it to.
- Click Upload.
- You can repeat this process for all documents you wish to upload.
- For any enquiries, you can email [email protected]
